Deputy Manager - Transactional Quality (Sales Process) - Gurgaon

Job Description

⮚ Drive & conduct audit compliance, robust root cause, remediation plans, ensuring adherence to contractually binding audit targets

⮚ Deliver sampling and stratification strategy based on Compliance checks, Financial processes (volume & Value mix) Errors, Customer priorities & Agent performance

⮚ Ensure continued calibration to the quality framework

⮚ Responsible for driving performance to meet all Quality metrics, including SLA baselining, predictive SLA monitoring & reporting

⮚ Facilitate Kaizen initiatives within the team

⮚ Accountable for customer complaint resolution process

⮚ Ensure Process documentation & sign off as per ISO standards & WNS Quality Assurance Playbook

⮚ Responsible for timely & accurate reporting, updates and business insights

⮚ Foster a spirit of continuous learning & collaboration across teams – career development, coaching & mentoring

Qualifications

⮚ Graduate / Post Graduate

⮚ Overall work experience of minimum 4-5 yrs.; minimum 2-2.5 yrs. experience in Quality

⮚ Lean Six sigma Yellow/Green belt certified OR good understanding of Lean Six sigma concepts, RCA / QC tools & mechanisms

⮚ Excellent Communication skills - written & verbal

⮚ Working knowledge of Excel & PowerPoint

⮚ Should have analytical bent of mind

⮚ Strong work ethic with a will-to-win attitude, demonstrates personal excellence, lives the growth mindset Excellent coms skills